Technical Customer Support Engineer, North America

Speedrun Talent Network; Northern (KY); Hybrid; USD 75,000 - 150,000; Full time

Benefits offered by this job

Unlimited AI token budget

Take what you need vacation policy

Healthcare, vision, and dental

Daily meals in the office

Career growth and career development

Job summary

Hercules is hiring a Technical Support Engineer to help top customers successfully build and scale their apps. You will resolve issues in customer apps, advise on architecture, and contribute to product improvements.

You will maintain knowledge bases, build automations, and manage platform incidents during your hours. This role suits someone with strong TS/React skills, excellent communication, and a track record of handling 50+ tickets daily.

Qualifications

• Proven experience with TypeScript and React in a production environment.
• Strong understanding of modern web app fundamentals (HTTP, APIs, auth, databases).
• Proven ability to debug production issues (logs, traces, repros, test cases).
• Solid system design thinking around scalability, reliability, performance, and security basics.
• Excellent written communication and ability to explain complex issues simply.
• Experience in a customer-facing role (sales, pre-sales, customer support).
• Track record of closing 50+ tickets per day.

Responsibilities

• Help resolve issues with customer apps, guiding non-technical users to fix bugs and advise on architecture.
• Improve the product/platform by updating the AI agent and underlying systems after fixes.
• Maintain public and internal knowledge bases with accurate information.
• Build automations to streamline support workflows and scale customer handling.
• Serve as the first point of contact for platform incidents during working hours and manage public status updates.

Skills

TypeScript

React

Web fundamentals

Debugging

System design

Communication

Customer facing

Ticket closing

Postgres

Redis

Docker

Tools

Postgres

Redis

Docker

Job description

What are we looking for?

We’re hiring a Technical Support Engineer to help our top customers successful build and scale their apps.

What will you do?

• Help resolve issues with customer apps: Our customers are non-technical. When Hercules' AI agent fails them, they are stuck. Your job is to help fully resolve issues for customers in the app whether it is fixing bugs, advising on architecture, helping with integrations and more
• Improve our product/platform: Every time we fix a customer app, you will update our underlying platform or AI agent to make sure the issue never happens again
• Maintain our knowledge base: Keep our public and internal documents up to date, including any known issues
• Build automations: Automate your support workflow so you can theoretically help hundreds of customers a day
• Help handle/resolve platform incidents: Be the first point of call for platform incidents during your working hours. Manage public status and customer communication.

What skills will you have?

• Strong TypeScript and react background
• Modern web app fundamentals (HTTP, APIs, auth, databases)
• Proven ability to debug production issues (logs, traces, repros, minimal test cases)
• Strong systems/architecture thinking (scalability, reliability, performance, security basics)
• Excellent written communication (clear, simple, concise, audience specific)
• Prior experience working in a customer facing role (sales, pre-sales, customer support, etc)
• A track record closing 50+ tickets a day

What timezone will you work?

This role is specifically for people living in North America and/or willing to work standard New York hours. Please apply to other hours.

What’s Hercules’ stack?

• Technologies: Typescript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, IaC (CDK, Terraform), Docker, Otel, Hono, Drizzle ORM, Temporal
• Clouds: Cloudflare, AWS
• AI Models: OpenAI, Anthropic, Google

Will you always be a technical support engineer?

You are welcome to stay as a technical support engineer for as long as you’d like. However, we are open to working with you to transition you to a full time software engineering, pre-sales, or post-sales engineering role after 6-12 months.

What are Hercules’ operating principles?

Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of the principles can be learned on the job, however, we do specifically filter for the following principles in our hiring process:

1. We ship. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds up our learning and delights our customers.
2. We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work.
3. We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done.

Is Hercules in-office or remote?

Hercules founding team works in-office in San Francisco (Kearny and Bush). We have a very strong preference for in office. We are open to remote for exceptional candidates who are willing to 1) work in US time zones and 2) travel to the office regularly.

What are Hercules’ benefits?

• Unlimited AI token budget
• Take what you need vacation policy
• Healthcare, vision, and dental
• Daily lunches, dinners and snacks in the office
• We guarantee you will do the best work of your career here

What’s the compensation?

$75k-$150k + equity (variable based on seniority, equity, and location)